Channel Shift Training

Encouraging tenants to communicate and engage with you digitally rather than over the phone can be a challenging process. But the savings from a channel shift in communications can be huge. Leeds City Council, for example, currently has to budget nearly £1m a year to manage its tenant communications via a call centre. If even a fraction of this budget were spent on digital inclusion , residents can be shown how to engage online, reducing inbound calls, call handling time and staff requirements. Our course helps tenants learn how to:

Navigate your website, discovering how to find the information they need to know

Use online tools to set up their own online bank and credit union accounts

Automate online direct debits

Pay their rent and council tax online